The State's Information Technology Service Management System

Below are answers to frequently asked questions asked about the enterprise information technology service management (ITSM) system.

  • Question: Who will have access to ITSM?
  • Answer: As of right now only state employees will be allowed access.
  • Question: Who else can see my requests/tickets within ITSM?
  • Answer: We only allow you to see your requests/tickets. There is also an IT View Mode that allows your agency's IT team to see requests submitted by you. 
  • Question: How much does it cost to submit/login to ITSM?
  • Answer: There isn't an additional cost for the ITSM or for Service Desk support. Agencies pay an assessment that pays for these enterprise-level services.
  • Question: What version of ITSM is the Office of the CIO running?
  • Answer: Please contact the Service Desk to find out current version. The OCIO tests all vendor updates in a test environment. Once testing has concluded with no major issues, the update is then applied to production.
  • Question: Is ITSM secure?
  • Answer:  Yes, it lives behind the state network and requires all users to be on the SilverNet.
  • Question: What is IT View Mode?
  • Answer: This is a custom-built, view-only mode. ITSM Administrators and Service Desk staff can use this mode. The goal is to ensure that an agency's IT team can also see all of their incidents and service requests submitted to the enterprise Service Desk. 
  • Question: Will I need a separate login for the ITSM site?
  • Answer: If you are not a child of state.nv.us, then you will use the first part of your email address to login with your email password.
  • Question: I have no idea what child of state.nv.us means. How do I find out?
  • Answer: Ask your agency's IT staff to find our more.
  • Question: My agency's IT support provided only by the Office of the CIO. 
  • Answer: You are not a child of state.nv.us
  • Question: Why is access to ITSM restricted to state employees?
  • Answer: This is due to usage concerns as our external user base is smaller compared to state employees. ***State-approved contractors will not be granted access at this time.*** 
  • Question: I have more questions regarding this ITSM. Who should I contact?
  • Answer: Email itsmadmins@it.nv.govand we will address your questions in the order we recieve.
  • Question: How can I get ITSM training? 
  • Answer: If five or more people request training for ITSM, the ITSM Administrators will set up a class. You will then be notifed of a date and time for the class. On average the class runs about three hours. Classes are typically scheduled for four hours to allow for discussion and questions.

    Site Requirements

    • Be a state employee
    • Be on the state's network (SilverNet)
    • Use a modern, updated web browser: Chrome, Firefox, Edge (Chromium), Opera
      • If you experience issues, we always advise that you double check to see if your web browser is up to date.
      • Internet Explorer (I.E.) is no longer supported.
     

    ***Please note that these requirements can change at anytime. Site up-time is 99% but access is not guaranteed during maintenance hours. Maintenance hours are posted on the login portal when maintenance will occur.***